Transcript Document

When Is a Call Centre a
Contact Centre?
Peter Leung
Business Development Director
CRM / Contact Centre Solutions
NE Asia
BT’s Mission
We are in the business to be the partner of
choice for creative, valued and reliable
Information Communication Technology (ICT)
services and solutions.
Experienced delivery of solutions
and value added services
OUTSOURCING
APPLICATIONS
MANAGEMENT
& HOSTING
IP
DESKTOP
MANAGEMENT
CRM
MOBILE
VOICE &
DATA
BT’s Contact Centre Experience
• Largest Intelligent Network & CRM operation in
Europe
- 21m customers
- 20,000 call centre agents
- 2.6m customer contacts per day
- 12m transactions per day
• Multi-channel approach : web and e-mail; call centre;
mobile; field sales & services and channel partners
• Newcastle Call Centre - best multi-media contact
centre in European Call Centre of the Year Awards
• £200m investment over 5 years
Chinatown Telephone Operator
Chinese telephone
users in Chinatown,
San Francisco, make
eight call a day per
telephone, while San
Francisco itself,
averages four daily, a
high average for large
cities, according to the
Pacific Telephone and
Telegraph Co.
The ‘First’ Call Centre
Fast Forward To India…
In 2003, India had an
estimated 92,000 agents and
1,561 call centres. This
number will grow at a CAGR
of 20.7%, reaching 237,000
agents and 3,920 call centres
by 2008.
For China, 35,000 agents in
2003 growing to 102,000 by
2008
Source : Datamonitor
The Customer Service Value
Framework:
From Silo to Enterprise Strategy
First — None
Second — Initial
Productivity and
Visibility
Third —
Functional
Effectiveness
Fourth — Intraenterprise
Integration
Able to Answer
Responsive
Personalized
Proactive
Siloed channels,
answer calls,
basic customer
service.
Danger: No call
center
Efficiency,
systemized
routing of calls to
best agent.
Danger: Siloed
Effectiveness.
Multichannel
inquiries,
coordinated
customer service,
customer input.
Danger: Siloed
POTS:
PBX/ACD, call
queuing, fax
Skills-based
routing, IVR,
common
database, CSS
applications “log
and flog”
State
Vision
Strategy
Technology
Call Handling
Source : Gartner
Customer
memory. Create
repeatable
experiences,
strengthen
intimacy,
communities
Danger:
inadequate
decision support
QM, WFM, CTI,
KM, blended
workflow mgmt., centers,
scripting, voice
analytics,
tools. Back/front- collaboration,
office integration, BPM, e-learning,
reporting,
consolidated
feedback
reporting,
alerts/triggers
Call Center
Contact Center
Fifth — ValueNetwork
Collaboration
Collaborative
CEM.
Dynamically
anticipate and
provide customer
service in real
time, internal/
external
collaboration
Enterprise
Strategy
Decision support,
advanced KM, IM,
advanced
collaboration,
business
performance
mgmt., predictive
analytics
Interaction Hub
Why Do Business Need An IP Based
Contact Centre?
Do you need:
• Cost effective options to expand the reach of your contact
centre to remote sites, countries or home-based agents?
• Disaster recovery or emergency overflow capabilities?
• A broader pool of talent from which you can recruit agents?
• Centralised management of
contact centre applications?
• New ways to reduce
operating costs or
toll charges?
• Multi-media support or
Universal agents?
Integrate VoIP Into Your Legacy
Call Center is ‘Easy’
ACD, IVR,
CTI, VR Servers
PSTN
PSTN
IP
G/W
VoIP
PBX
Software Phone
Enterprise
LAN/WAN
Remote
Offices
IP Phone
….But Complex And Expensive To Build & Support
Possible Savings Through
IP Trunk Consolidation
IP Trunk
IP Trunk
Enterprise
LAN/WAN
ELAN
ELAN
ACD, IVR,
CTI, VR
Servers
Network
Control
Centre
ACD, IVR,
CTI, VR
Servers
CLAN
CLAN
….But Complex And Expensive To Scale
Possible Savings Through
Centralised Call Centre
Macau
IVR
Contact
Centre
Service
Hong Kong
ELAN
ACD, CTI,
VR, DB
Servers
Macau
Guangzhou
….But again Complex And Expensive To Operate
PLUS No Disaster Recovery Option
Next Generation IPCC
Multimedia Trends
 15% of both the Finance and Govt customers would
actually prefer to deal with the org. via the electronic
channels (i.e. web, email, wap, sms, etc).
 87% want their emails responded to within 24 hours
 56% would like to mix the channels when
communicating with a company – e.g. contact the
company by phone and be responded to by email/sms.
Why New Channels
The % of consumers that would take their business elsewhere
for each channel not offered by an organisation:
• SMS
16%
• e-mail
18%
• Web site
19%
• Automated phone service (keypad)
• Automated phone service (IVR)
17%
16%
The majority of people keen to use the new channels are
young,
full time employed and in the highest income bracket.
Are You Ready To use IP To Take
Advantage Of The Latest Technology?
….Make Sure Your Contact Centre
Can Leverage IP
Multimedia – pick your option
• Full Telephony , Voice Recording, IVR, CTI
• Messaging, SMS, Email, Fax
• Internet
• Mobile
TECHNOLOGY – Intelligent Network
And IP based Contact Centre
Enhance Productivity & Availability
Send calls to the
best available agent
the first time for
superior service or
availability
Improve service by
answering calls
faster
Increase call handling
with same number of
agents
Improve contact center
management with
consolidated reports
and tools
Take advantage of
labour where cost is
more attractive
BT Portfolio
BT Contact Centre Service
End-to-end managed voice solution
that enables high-volume global
contact centres to operate more
efficiently and serve their
customers better than ever before.
BT Contact Central
• IP Based Multi-Media Contact
Centre Solution In-A-Box
• End-to-end solution that integrates
e-business software and IP
communications technology at a
single stroke
Contact Centre Consolidation
VCS Servers
HP DL380
Kuala Lumpur
Singapore
Sydney
Centralised HA
BT Contact Central
Servers
SINGAPORE
Auckland
Seamless Expansion - Bangkok
Integration
VCS Servers
HP DL380
Kuala Lumpur
Bangkok
Singapore
Sydney
Centralised HA
BT Contact Central
Servers
SINGAPORE
Auckland
Contact Centre Networking - PRC
Beijing
Shanghai
Guangzhou
LOCAL
VCS Servers
HP DL380
Centralised HA
BT Contact Central
Servers
HONG KONG
Implications of not changing
We do not need to change…
…survival is not
mandatory
Thank You…
[email protected]